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Job Description

SCOPE: The Housing Choice Voucher (“HCV”) Program Manager position is responsible for providing management and leadership required to support the daily operations of the HCV Program. The position responsibilities include a wide range of activities related to performance and regulatory compliance. The position assists the HCV Assistant Director in managing the administrative and operational aspects of the Housing Choice Voucher Program while ensuring the delivery of excellent customer service.
ESSENTIAL FUNCTIONS: include, but are not necessarily limited to:
• Manage day-to-day operations for applicant screening and eligibility determination, as well as annual and interim re-certification for HCV residents. Ensure staff compliance with applicable HUD rules and regulations through all phases of the application and re-certification processes.
• Solve moderately complex problems and/or conducts moderately complex analysis that leads to effective program administration.
• Ensure staff compliance with CMHA’s Administrative Plan, Standard Operating Procedures and HUD regulations.
• Supervise and review work of assigned staff.
• Evaluate work quality and monitor staff productivity among staff and quality control and data integrity of transactions completed by staff.
• Participate in interviews for selection of hiring staff.
• Serve as a point of contact to resolve non-routine issues for participants and landlords/owners.
• Respond to complaints from applicants, tenants and landlords. Investigate and resolve complaints as appropriate.
• Provide and/or monitor reports to insure integrity in the HAP process to include but not limited to: Utilization Reports; Certification Reports, Financial Reports any other reports necessary to ensure compliance with departmental goals. Assist in managing and coordinating the operation of the Housing Choice Voucher Program with both internal and external customers of the program including but not limited to property owners, social service providers, other CMHA departments, and achieving a high-performance rating on the Section Eight Management Assessment Program (SEMAP) key indicators.
• Monitor, develop, and implement standard operating procedures within the work group to improve the level of customer satisfaction and employee productivity. Assist with staff development and training of new staff of new staff. and participate with the agency’s Onboarding of new employees
• Work with the Assistant Director and other leadership to develop long and short-term plans for the department. Implement applicable goals and objectives. Write departmental procedures to implement the Administrative Plan.
• Represent the department with outside organizations, to solicit potential applicants and landlords, resolve complaints, etc.
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• Coordinate with Information Technology (IT) Department to resolve computer software and hardware issues.
• Implement and enhance performance measures in order to effectively evaluate staff's performance and improve productivity while ensuring operations in accordance with the CMHA’s Gold Performance Standards. Work with other managers and IT to computerize performance tracking, and enhance manual work processes.
• Perform additional duties as assigned.

Job Requirements

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each competency satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
DESIRED QUALIFICATIONS:
• Working knowledge of tenant/landlord law and contract administration.
• Demonstrated work experience with a diverse, low income population and communicate effectively with a variety of clients, landlords, staff and visitors, in a variety of situations; and to supervise others in the performance of their specified duties.
• Experience working in a high-volume call and production environment with high performance guidelines and stringent deadlines.
• Excellent written and verbal communication skills.
• Demonstrated proficiency in using computerized business applications, such as Word, Excel, etc.
• The ability to quickly learn the regulations and policies that govern the Housing Choice Voucher Program, especially admissions and occupancy.
EDUCATION/EXPERIENCE/CERTIFICATIONS:
• Bachelor's degree in an area such as public administration, community planning, urban studies, business administration, etc.; or an equivalent combination of education and related working experience.
• Housing Choice Voucher Program Management Certification or equivalent within 1 year of employment.
• Three (3) years of management/supervisory experience of a large staff.
PHYSICAL DEMANDS AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to maintain a stationary position, operate computers and other office equipment, move about the office, attend onsite and offsite meetings, and communicate. The employee must be able to sit or stand for eight hours while performing essential work duties. The employee must be able to accurately exchange information in person, in writing and via e-mail and telephone. The employee must be able to perform essential job functions in an environment that could have increased stress levels.
Must be able to walk, bend, stoop and climb; demonstrate the manual dexterity necessary to efficiently operate a keyboard; be able to climb stairs, communicate via telephone and drive long distances.
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OTHER: The candidate must possess and maintain a valid driver’s license in state of residence, and maintain an insurable driving record under the terms and conditions of the CMHA auto liability policy. The candidate may have no more than 6 accumulated points in 3 consecutive years.

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